ICAB’s vision for surge readiness and customer care
February 12, 2025
We are delighted I Love Claims has featured Managing Director Tim Goodman’s insightful session “ICAB’s vision for surge readiness and customer care”
As part of its commitment to staff learning and development, ICAB launched its ‘Learning and Development Department’ in January 2024, headed up by Lucy Wyborn. Lucy joined ICAB as a lettings claims handler in 2004. Over time she was made supervisor and became more involved in the business as whole offering strategic and operational advice to the rental team and then the accommodation team. Eventually Lucy was made Head of Accommodation Services, a role that she carried out brilliantly for many years. When the business was redeveloping strategically, it was apparent that inspiring, supporting and sharing her knowledge with staff were her greatest strengths, and she was appointed L&D Director. Lucy says:
‘Really excited to have the opportunity to build a learning and development department at ICAB. In the role of Head of Accommodation Services, I always took pride in watching my team learn and now I can do this with all staff at ICAB. I am super proud of how the ICAB team have embraced the training we have done so far and I am excited for the future for me and our staff.’
We launched our brand-new L&D logo and have opened up our refurbished training room to staff, which has been very full, with waiting times!
ICAB’s training platform was launched in collaboration with 5Mins.ai in May 2024. All ICAB staff have completed two mandatory playlists in our compliance training series, with more in the pipeline. 5Mins.ai gives staff the opportunity to develop themselves both professionally and personally with hard skills, soft skills and life skills to study at their own pace, in bite-sized lessons. From marketing to teamwork & collaboration – From financial compliance to people management, these courses are enhancing the skillset of the entire workforce. Skill development plays its part too, and the staff can learn various applications, some part of the Microsoft suite. Not forgetting life skills learning, such as stress management and mental wellbeing, which is all too important in this busy world.
June 2024 saw the ICAB Job Swap take place which involved staff swapping with a team member from a different department to improve internal communications and foster teamwork. A task was set by each job swap partner and ideas and solutions to problems were swapped. This culminated in a fun quiz with a prize for the highest scoring pair. There was a positive experience from all ICAB staff on the job swap – A real chance to learn new skills and understand each other’s job roles within ICAB. It really opened up the lines of communication to spend time in an unfamiliar environment and improve our abilities to collaborate with other teams.
June 2024 also saw some members of the ICAB Rental Team take part in an external course giving them an understanding of legal concepts, knowledge of forming tenancy agreements, knowledge of repairs and tenant safety. They learnt about landlord’s obligations, had an introduction to the main types of tenancy and covered Consumer Rights Act Legislation and evictions. This provided a wealth of knowledge for our ever-growing rental team.
In July 2024, some of our managers and senior staff took part in external courses to further enhance their skills in leading their teams, which will be followed by further courses in September.
November 2024 will see the ICAB Rental Deposit Team take part in an external course to give them further knowledge on understanding the deposit legislation, the deposit schemes and how we overcome deposit issues and problems. They will gather knowledge of tenancy agreements, inventories, check – outs and evidence, plus deposit deductions and the adjudication process.
ICAB also supports staff to study independently towards their goals. Kevin Lietao from ICAB’s accounts team has been studying for the ACCA qualifications and passed his exams in just one year! He is now being supported by his line manager to work towards his full qualification.
Karen Smith, Business Support says of the 5Mins.ai platform: ‘5Mins.ai is great – it allows me to learn and develop my knowledge in small easily digestible lessons, and I am learning skills that I can put into practice every day.’
Paige Eary – Rental Claims Handler – ‘The rental training course was really good, I learned a lot about tenant’s rights, legislations, expectations that tenants should have from landlords and different notices that can be served. First day of the course was so relevant to our role and think this would be beneficial for the rest of the rental team.’
Rosemarie Gordon – Rental Claims Handler – ‘The rental training course was really interesting and on point for what we do in the rental team. Very educational and informative. I learnt a lot and I took away some interesting nuggets which I will apply in my daily work. I would definitely recommend this training for all the rental team.’
Daniel Benson – Senior Housing Claims Handler –‘The senior skills training course helped me to under how to deal with conflict and how staff will react to specific solutions. The important of feedback to the team and myself. How goals and targets may help members of the team to understand what they are aiming for. I enjoyed seeing how opinions on certain subjects are different but how I can play my part to be a positive role model as senior claims handler.’
Georgia Thomas – Senior Insurers Claims Handler – ‘The senior skills training course was really good, allowed you to look at your communication style and how sometimes I most definitely can work to communicate better both for myself and the team. Good tips and acronyms to go through in your head when addressing conflict situations, lots of open discussions between the group.’
We are delighted I Love Claims has featured Managing Director Tim Goodman’s insightful session “ICAB’s vision for surge readiness and customer care”
The whole customer journey for a family of eight from initial hotel stay, serviced apartment to rental showed the dedication and hard work by the claims team.
Three days before Christmas, ICAB’s Claims Team was contacted by an insurance company with a claim for an elderly policyholder who lived in a village in central Scotland.
A call came in to ICAB’s claims team from a home insurance provider. Their policy holders had experienced subsidence in their Kirkaldy home and it was uninhabitable.
Specialists in arranging both planned and emergency alternative accommodation, assisting those who suffer unwelcome events in their home, such as flood or fire. Acting on behalf of Insurers, Social Housing organisations and a large range of Instructing Principals.
